Meeting & Event Operations Manager

Pasadena, CA, USA|

Job Overview

Employment Type

Full-time

Benefits

10% quarterly bonus plan

Commission potential

80% paid medical

Dental

Vision

50% paid short-term and long-term disability

Flexible spending account

Health savings account

Paid parental leave

401k

Employee assistance program

Commuter Benefits

Generous Paid Time Off

Sick Time

Company paid holidays

Educational Assistance Program

Employee Referral Program

Job Description

Serendipity Labs is a provider of upscale workplace communities designed to serve a diverse membership base spanning multiple industries. The company offers flexible workspace solutions including private offices, dedicated team spaces, coworking memberships, and versatile venues suited for events and business meetings. With a rapidly expanding national and international footprint, Serendipity Labs provides members the opportunity to work, collaborate, and innovate in inspiring environments located in both urban and suburban areas. The company distinguishes itself by combining hospitality expertise with coworking industry insights, striving to surpass member and guest expectations consistently. Serendipity Labs values passion-driven candidates who are committed to delivering premium experiences and are eager to operate within a dynamic, high-growth sector.

The role of Lab Operations Manager at Serendipity Labs is a full-time position focused on overseeing daily operations with an emphasis on customer service excellence, team leadership, community-building, and revenue generation primarily through meetings and events. Key responsibilities include managing the meetings and events pipeline to ensure efficient lead generation and execution, leading the lab team to deliver seamless event experiences, and establishing catering partnerships to enhance food and beverage offerings. The Lab Operations Manager also drives marketing efforts and community engagement by cultivating artist partnerships, planning member and partnership events, contributing content to marketing channels, and representing the Serendipity Labs brand within the local business community.

Member experience is central to this role; the manager supports reception staffing, promptly addresses member issues, and fosters a welcoming and professional atmosphere to build strong community rapport. Operational duties involve maintaining readiness through checklists, managing invoicing and billing accuracy, overseeing inventory control, facilitating member onboarding, and ensuring the physical lab space is well-maintained and functional. The individual supports sales efforts by conducting tours, providing necessary sales information, assisting with membership and event bookings, and diligently updating CRM systems to support real-time sales tracking.

In addition to operational leadership, the Lab Operations Manager plays a critical role in team development by ensuring experience coordinators receive comprehensive training and ongoing support to deliver outstanding customer service. This role requires a proven track record in hospitality team leadership, exceptional organizational skills, the ability to multitask and prioritize effectively, and a customer-centric mindset under pressure. Strong IT proficiency and communication capabilities are essential to navigate the various systems and interpersonal interactions involved in the role. This position offers the opportunity to drive growth, cultivate a vibrant community, and contribute meaningfully to a company committed to innovation and excellence in flexible workplace environments.

Job Requirements

Reasoning, remembering, mathematics, appropriate language (written and verbal) ability
support and interact with members, visitors and lab staff
ability to receive detailed information through oral and telephone communication
clearly express ideas by spoken word
ability to sit, stand, type and view a computer screen for extended periods
ability to perform low impact physical tasks such as use of stairs, stooping, walking, pushing, pulling, and lifting
regular usage of stairs if required at the location

Job Qualifications

Minimum 1-2 years experience as a team leader in a hospitality-driven environment
proven ability to deliver high levels of customer service consistently
strong organizational and multitasking skills
experience in leading and delegating within a team while holding members accountable
ability to work under pressure with flexibility and grace
good basic IT knowledge with the ability to learn and troubleshoot systems
excellent communication skills both written and verbal
proactive and detail-oriented mindset
ability to build relationships and foster community engagement

Job Duties

Generate leads and manage the meetings and events pipeline effectively
lead the lab team to deliver excellent end-to-end experience for meeting and event hosts and guests
respond promptly to leads, conduct tours, and create detailed proposals for prospects
ensure accurate reservation, billing, and usage tracking of rooms and services
establish catering partnerships for quality food and beverage offerings
organize and execute marketing and community events
maintain operational readiness by completing opening and closing checklists and managing lab presentation and systems
assist with reception staffing and member issue resolution
manage monthly invoicing and billing accuracy
facilitate new member onboarding and maintain member profiles
conduct lab tours, assist with closing membership and event bookings, and maintain sales records in CRM
train, coach, and support experience coordinators to ensure high-quality customer service and professional growth